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Customer Support Specialist

2 months ago

Ventura, California, United States Ventura County Credit Union Full time
Position Overview

Location
OCEAN VIEW - Ventura, CA

Compensation
$25.00 Hourly

Role Summary

At Ventura County Credit Union, we take pride in enhancing the financial health of our members and the community. If you are passionate about making a meaningful impact and fostering financial literacy, we invite you to explore this opportunity.

Team Dynamics

The Member Service Center team acts as advocates for our members, addressing inquiries through various channels such as calls, emails, and chats. Our focus is on delivering member-centric solutions by employing active listening and collaborating with other departments.
  • Shifts include: 8AM - 5:30PM (M-W), 8AM - 6PM (Th-F), 8:30AM - 2:30PM (Sat)
  • This position is fully on-site and requires travel to Ventura, CA
Key Responsibilities
  • Respond to member inquiries regarding account management, ACH/wire transfers, debit & credit cards, checks, stop payments, remote deposits, bill payments, online & mobile banking, loan applications, and other account-related services.
  • Process loan applications and follow up with applicants to discuss decisions and necessary stipulations.
  • Provide empathetic solutions to members promptly, clearly explaining products and services while accurately completing required documentation.
  • Engage in problem-solving by researching internal policies and collaborating with credit union support departments to resolve member issues.
  • Identify opportunities for referrals and cross-selling to enhance member relationships based on account history and needs, including reviewing promotional offers.
  • Achieve and surpass call center performance metrics such as average handle time, quality scores, and post-call tasks.
Candidate Profile
  • A service-oriented individual with the ability to communicate solutions empathetically.
  • Proficient in using computer systems and comfortable navigating multiple resources simultaneously.
  • Minimum of one year of experience in a financial institution.
Preferred Qualifications
  • Experience in a Credit Union call center environment.
  • Familiarity with systems such as Genesys Cloud, Symitar/Episys, and MeridianLink.
  • Fluency in Spanish, particularly in finance and banking terminology.
  • A commitment to community service and engagement with organizations that aim to improve the community.
Benefits
  • Paid Volunteer Time
  • Paid Time Off, including Sick/Vacation/Holidays
  • Comprehensive Medical/Dental/Vision/Supplemental Benefits
  • 401k Employer Match & Safe Harbor Contribution
  • Company Sponsored Life & LTD Insurance
  • Education Reimbursement
  • Membership and Rate Discounts
We are committed to fostering an inclusive and authentic workplace that values diverse voices, experiences, backgrounds, and identities. We are an equal opportunity employer who celebrates the diversity of our employees and members, striving to represent the many communities we serve.